laptop will not load

[LisaPed37]

I turned my computer on and got this message: your pc ran into a problem and needs to restart. We,re just collecting error info, then we'll restart for you. Then it restarts and goes to a black screen over and over and f11 will not work to let me run my recovery disk it just stays black. Please  help!

[A4Apollo · Accepted solution]

Hi! @LisaPed37, Thanks for stopping by the HP Support Forums!

I understand you are getting error-your pc ran into a problem and needs to restart and the PC boots to a black screen.

Don't worry I'll try to help you out.

Did you make any software or hardware changes on your PC?

Are you able to access BIOS or F2 system diagnostics on your PC?

Please provide the product number of your PC to assist you better.

As you mentioned you are getting error-your pc ran into a problem and needs to restart and the PC boots to a black screen.

Try few steps recommended below.

To perform a hard reset on a computer with a removable battery, use the following steps:
Turn off the computer.
Remove the computer from any port replicator or docking station.
Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.
Unplug the AC adapter from the computer.
Remove the battery from the battery compartment.
Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory.
Insert the battery and plug the AC adapter back into the notebook computer, but do not connect any of the peripheral devices.
Press the Power button to turn on the computer.
If a startup menu opens, use the arrow keys to select Start Windows Normally, then press the Enter key.
After reconnecting each of the peripheral devices, run Windows Update and HP Support Assistant to update all device drivers. See Updating Drivers and Software with Windows Update (Windows 10, 😎 and Using HP Support Assistant (Windows 10, 8, 7) for more information.

If you are able to access system diagnostics (F2) try running a system diagnostics test on your PC and check if the hardware components are working fine.

Also, if you are able to access BIOS try restoring the BIOS to default and check if it helps.

Turn on your PC keep tapping the F10 key, you will boot into BIOS.

From the main or file menu select restore defaults.

Select F10 to save changes and exit.

If the diagnostics on your PC passes try performing a complete system recovery from F11.

Refer this article to know more information about performing a system recovery on your PC.

If the issue still persists after trying out the steps.

It is a hardware issue with your PC, Please contact HP support for service options.

Link to contact HP.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this works!

Have a wonderful day ahead! 🙂

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